• Monitor application availability, alerts, logs, transactions, and basic performance indicators for critical banking applications.
• Perform initial troubleshooting and resolve standard application incidents within agreed SLA, where applicable.
• Validate incidents, assess initial impact, record evidence, and escalate complex issues to L2/L3 resolver teams.
• Support recurring incident and problem investigation by providing clear incident details, evidence, and observations.
• Support production deployment activities and post-implementation verification.
• Maintain accurate and timely incident records in the service desk system.
• Update runbooks, known issues, knowledge base records, and operational reports as assigned.
• Prepare availability, incident, SLA, MTTR, and problem trend reports for management review.
• Comply with IT security, access control, data confidentiality, audit, risk, and regulatory requirements.
• Perform structured shift handover and takeover for open incidents, alerts, known issues, and follow-up actions.
• Support continuity, disaster recovery, failover, and production validation activities as assigned.
• Perform other duties and responsibilities as assigned by the line manager.

Education

• Bachelor’s degree in MIS, Computer Science, Information Technology, or a related field.
• ITIL or relevant banking system certifications are an advantage. Experience
• 1–3 years of experience in application support, production support, IT operations, helpdesk, or service desk.
• Experience in shift operations, incident handling, ticket follow-up, or escalation coordination is an advantage.
• Experience with ITSM platforms and application monitoring tools is an advantage.
• Exposure digital banking, payment systems, APIs, or production interfaces is an advantage.
• Basic understanding of system integration, nets, infrastructure, and core banking interfaces. Skills
• Basic knowledge of application support and production support activities.
• Basic knowledge of ITSM processes, including incident, problem, change, and service request management.
• Ability to review logs, alerts, and error messages for initial troubleshooting.
• Familiarity with monitoring, ticketing, alerting, and logging tools.
• Basic understanding of web applications, APIs, middleware, and system integration.
• Basic knowledge of Linux, Windows Server, net, and security concepts.
• Strong communication, stakeholder coordination, and reporting skills.
• Good Khmer and English communication skills, including clear written incident reports.